Average response time does not take weekends and working hours into account
Average response time does not take weekends and working hours into account. This seems like poor metric since most business have regular business hours and don't respond to general inquiries outside of those hours. If someone posts a questions late on Friday and it doesn't get answered until Monday it screws the whole response time. That basically makes the metric irrelevant. There should be a way of specifying regular business hours and response times should only be measure from those.
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1 Posted by Kyle Neath (Git... on 16 Jun, 2009 11:18 PM
Possibly... on the other hand, right now it's actually accurate - as in it represents the average response time a customer sees on their end.
I think perhaps what might be a better solution is when (eventually) we get around to adding a fully-featured metrics section is to allow filtering response times by your business hours in addition to the generic "response time" we have right now.
Thanks for the suggestion,
Kyle
Kyle Neath (GitHub Staff) closed this discussion on 16 Jun, 2009 11:18 PM.
PhallGuy re-opened this discussion on 17 Jun, 2009 01:41 AM
2 Posted by PhallGuy on 17 Jun, 2009 01:41 AM
Mmmm..not really that accurate. At a minimum the calculation should be a median average not a simple mean average.
If 3 requests take 10 minutes an 1 takes 5 days you'd show a response time of 37 hours! Reality is that the average response time is 10 minutes.
Support Staff 3 Posted by Courtenay on 17 Jun, 2009 03:43 AM
It's an interesting problem. I'm not entirely sure where to go with it -- I
mean, strictly speaking, it _is_ average. But median perhaps is the
intent... Maybe we should be showing both (toggleable).
4 Posted by PhallGuy on 17 Jun, 2009 03:48 AM
Well technically there is no such thing as "average". There's mean, median and mode.
The real question is - what is the value supposed to represent? The answer I think to most customers is "How long can I expect a response?" and for support managers "How long does it take for my techs to respond?" In both cases the median is the correct answer.
5 Posted by System on 19 Jun, 2009 12:39 AM
A Lighthouse ticket was created for this discussion
6 Posted by Kyle Neath (Git... on 19 Jun, 2009 12:39 AM
I think we will change it to median for now, as it's a more accurate representation of what we're tracking.
Amanda closed this discussion on 11 Jun, 2012 07:26 PM.